Terms and Conditions for Collierswood Cleaners

These Terms and Conditions set out the basis on which Collierswood Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing a cleaner to begin work, the customer agrees to these terms. They are intended to be clear, fair, and practical, and they apply to all standard and one-off cleaning services unless a separate written agreement states otherwise.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Collierswood Cleaners. References to “you” and “your” mean the customer, client, occupier, or person making the booking. These terms should be read alongside any written quotation, booking confirmation, or service description provided before the cleaning visit begins.

We aim to provide a professional cleaning service with reasonable care and skill. However, cleaning results may vary depending on the condition of the property, the materials present, the availability of utilities, and the time booked. By agreeing to a service, you accept that some stains, marks, odours, or damage may not be fully removable without risk of harm to surfaces or fabrics.

Booking process. A booking is usually made after we receive your request and confirm the service details. The booking may be accepted by email, message, telephone, or other agreed method. We may ask for details such as the property type, access arrangements, preferred date and time, parking considerations, cleaning priorities, and any special instructions. A booking is only confirmed when we have accepted it, and we may decline a request if we are unable to provide the service safely or within the requested time.

When arranging a Collierswood cleaners appointment, it is your responsibility to provide accurate information. This includes the size and condition of the property, any fragile items, any pets on site, and whether electricity, water, and suitable access will be available. If the information provided is incomplete or inaccurate, we may need to adjust the service, charge an additional fee, shorten the scope of work, or cancel the booking where necessary.

If we provide a quotation, it is based on the details supplied at the time of enquiry and is valid for the period stated, or if no period is stated, for a reasonable time before the date of service. Prices may change if the job differs from the description given, if additional rooms or tasks are requested, or if the property requires more time than expected. Any change to the booking should be agreed in advance where possible.

Payments. Unless otherwise agreed, payment is due on completion of the cleaning visit or within the period stated on the invoice. We may require full or partial payment in advance for certain services, including repeat cancellations, deep cleans, end-of-tenancy work, or larger projects. Accepted payment methods will be confirmed during the booking process. Payment must be made in full without set-off, deduction, or withholding unless required by law.

If you are paying by bank transfer, card, or another non-cash method, you must ensure that funds are available and that payment references are used correctly. We reserve the right to suspend future appointments, charge reasonable late-payment fees where lawful, and recover any costs incurred in collecting overdue sums. Any dispute about an invoice must be raised promptly and should not delay payment of the undisputed amount.

For recurring cleaning services, charges may be reviewed periodically to reflect inflation, changes in labour costs, or amendments to the scope of service. Where possible, we will give reasonable notice of a price change. Any promotional rate, discount, or special offer applies only for the period and conditions stated and may be withdrawn at our discretion unless already contracted.

Cancellations and rescheduling. You may cancel or reschedule a booking by giving reasonable notice. If notice is provided too late, we may charge a cancellation fee to cover wasted time, travel, labour, or loss of earnings. The exact fee may vary depending on the type of service and how close to the appointment the cancellation occurs. For time-sensitive work, such as same-day or premium appointments, shorter notice periods may apply.

If our team arrives at the property and cannot gain access, if the site is unsafe, if utilities are unavailable where required, or if the work cannot proceed because of circumstances within your control, the appointment may be treated as a late cancellation and a charge may apply. Where we need to cancel or reschedule due to illness, severe weather, equipment failure, or other reasonable cause, we will aim to notify you as soon as practicable and rearrange the appointment where possible.

Repeated cancellations, inaccurate booking information, or behaviour that makes service delivery impractical may lead us to refuse future bookings. This does not affect any statutory rights you may have under UK consumer law.

Liability. We will use reasonable care and skill in carrying out all Collierswood Cleaners services. However, we are not liable for pre-existing damage, hidden defects, structural issues, items not securely fixed, or deterioration that occurs because a material is old, weak, porous, or unsuitable for cleaning. Where delicate items, antiques, valuable possessions, or specialist surfaces are present, you should tell us in advance so that we can assess whether the task can be carried out safely.

We are not responsible for loss or damage caused by incorrect information, failure to remove valuables, failure to secure pets, failure to isolate defective appliances, or failure to warn us about hazards. We are also not liable for indirect or consequential loss, including loss of profit, business interruption, missed appointments, or emotional distress, except where such liability cannot be excluded by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other matter that cannot legally be limited.

Waste regulations. We operate in accordance with applicable UK waste handling and environmental requirements. Our cleaners may collect ordinary waste generated during cleaning, such as dust, packaging, or general refuse, where this is part of the agreed service and disposal facilities are available on site. We do not remove hazardous waste, clinical waste, asbestos, chemicals requiring specialist disposal, sharps, or other controlled materials unless specifically agreed in writing and legally permitted.

It is your responsibility to tell us if any waste on the premises may be hazardous, contaminated, or subject to special handling. You must also provide safe and lawful access to bins, recycling containers, or disposal points where removal is included in the service. If waste cannot be disposed of lawfully or safely, we may leave it in place, refuse to handle it, or charge additional costs if specialist arrangements are needed.

Any items removed during the service will be treated as waste only if that is clearly agreed or if they are obviously disposable items from the cleaning process. We will not be responsible for items mistakenly left behind, and you should check rooms, cupboards, and storage areas before and after the visit. We encourage responsible disposal practices, and where applicable we may separate recyclable materials from general waste if the property facilities allow this and the service scope permits.

Customer responsibilities. You must ensure that the property is reasonably prepared for cleaning. This includes clearing excessive clutter where necessary, making sure access can be gained, and securing any dangerous items. You should remove or protect cash, jewellery, passports, documents, irreplaceable items, and other valuables before the appointment. If a cleaner needs to move objects in order to clean, we will do so carefully, but we do not accept responsibility for fragile items that are unstable, already damaged, or improperly stored.

Where a property contains pets, you must ensure they are controlled, isolated, or otherwise managed so that the work can be carried out safely. If a pet presents a risk of harm, distress, or interruption, we may pause the service or withdraw from the property. You must also tell us about alarms, restricted access systems, parking limitations, or any other issue that could affect the visit. Failure to do so may result in extra charges or a failed appointment.

Service standards and exclusions. We aim to complete the agreed work within the available time, but any estimate of duration is approximate unless expressly fixed. The scope of each appointment will depend on the booking type and the instructions provided. We are not obliged to perform tasks that were not agreed in advance, that are unsafe, or that require specialist certification, heavy lifting, invasive work, or removal of biohazards. If a request falls outside our normal service, we may decline it or provide a separate quotation.

General terms. We may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking unless a change is required by law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect. No failure or delay by us in enforcing any right shall operate as a waiver of that right.

These terms form the entire agreement between you and us for the relevant service, unless replaced by a later written agreement. Any variation must be agreed by both parties in writing or by a clear recorded communication. If there is a conflict between these terms and a specific written quotation or booking confirmation, the specific document will take priority to the extent of the conflict.

Governing law. These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the law provides otherwise. If you are resident elsewhere in the United Kingdom, your mandatory consumer rights under applicable local law are not affected where such rights cannot be excluded.

By proceeding with a booking for Collierswood cleaners, you confirm that you have read, understood, and accepted these Terms and Conditions. If you do not agree to them, you should not make a booking or permit the service to begin. We recommend keeping a copy of the booking confirmation and any related service notes for your records.